Analyst, Source to Pay Platform

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Responsibilities include, but are not limited to, the following:-

Platform Support and Maintenance
✓ Understand the Target Support Model (scope and service level agreement) set by the Platform Lead.
✓ Master the relationship between the configuration and master data setup for each business units across the Group.
✓ Support each business unit related to system configuration, user management and master data creation/modification.
✓ Identify recovering issue and work closely with the line manager for possible solution/action plan to reduce the ticket volume.
✓ Always adhere to Universal Core Model and Master Data Governance document.

Functional and Technical Support
✓ Perform system health check, manage back end and schedule integration events.
✓ Deep dive technical issues related to the systems and come out with effective resolution.
✓ Assist and monitor any integration issues related to system or applications connected to it based on the runs schedules.
✓ Analyse errors and fix issues (notably through transaction maintenance) or assign/coordinate with different teams to fix the issues.

Customer Satisfaction
✓ Require meeting the following Key Performance Indicators (KPIs) set by the Prudential: -
✓ First Response Time (FRT)
✓ Average Handle Time (AHT)
✓ Customer Satisfaction Score (CSAT)
✓ Proactive in progressing the ticket status within the JIRA ticketing system.
✓ Be proactive in reaching out to business to understand the request of ticket issues.

Reporting and Analytics
✓ Support ad-hoc reporting request from the local business units across the group.
✓ Understand the report limitation for each module within the system, including Analytics.

Documentation and Knowledge
✓ Become the knowledge centre of technical expertise and S2P best practice.
✓ Maintain the fields and configuration mapping document (by modules), covering all business units across the group.

Support Coupa Supplier Portal
✓ Support any technical issues or queries from suppliers related to Coupa Supplier Portal.
✓ Establish and maintain, frequently asked question with answers to assist the business users.
✓ Maintain the functionality document of Coupa Supplier Portal to assist existing and new suppliers.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.